FAQs

We are pleased to provide you answers to some of the most commonly asked questions.

  • What is Lumi?

    Lumi is your digital health companion. With Lumi you can:

    • Access your digital insurance card and benefits
    • Submit & track claims
    • Chat/ video consult with doctors*
    • Issue certificates
    • Check symptoms*
    • Find providers & Book appointments*[1]
    • Get help from Zoe, the virtual assistant

    * * Service availability based on location and cover

  • Do I need my insurance card to register?

    No. Register with your email. Then link your policy using your national ID, insurance card number, or Member ID.

  • Can I register using my national ID?

    It depends on your country. Some markets accept national ID; others use card or member numbers.

  • I’m not receiving the email OTP. What can I try?

    • Check your internet connection
    • Confirm the email address (some work emails block external mail—try a personal email)
    • Check Spam/Junk
    • Resend the OTP
    • If still stuck, email appsupport@nextcarehealth.com

  • I’m not receiving the SMS OTP. What can I try?

    • Check your internet connection
    • Confirm your phone number
    • Resend the OTP
    • Ensure your number isn’t opted-out of SMS with your carrier (try another number if needed)
    • If still stuck, email appsupport@nextcarehealth.com

  • I can’t log in. What should I do?

    • Confirm the email and password you registered with
    • Check your internet connection
    • Read any error shown in the app
    • Take a screenshot and report it to appsupport@nextcarehealth.com

  • I forgot my password. How do I reset it?

    Tap Forgot Password on the login screen and follow the steps. Enter the OTP exactly as received.

  • Can I use Lumi without internet?

    An internet connection is required to verify and log in.

  • I’m not receiving push notifications. How do I fix it?

    • Check your internet connection
    • In your phone settings, enable notifications for Lumi

  • How do I use the Symptom Checker?

    Open Lumi → Symptom Checker, answer a few questions and get a preliminary assessment. Availability depends on your policy or promo code.

  • What is Telehealth?

    A video consultation with licensed doctors via Lumi. Operated by Health at Hand (UAE-licensed). Availability depends on your policy or promo code

  • When can I use Telehealth?

    For non-emergencies (e.g., cough, sore throat, rashes). 24/7 availability*[1].

    * Service availability based on location and policy cover.

  • Can I get a prescription after Telehealth?

    In the UAE, your doctor may issue an e-prescription and a report in Lumi; network pharmacies can retrieve it. Outside the UAE, acceptance follows local rules and your policy benefits. If your policy requires a dedicated phone line, reports are sent by secure SMS link.

  • What is Guided Care?

    If included, you first consult a primary care physician (via Telehealth or a dedicated line). There’s no co-pay, available 7 days/week. They’ll refer you to a specialist if needed.
    For emergencies, go straight to the Emergency Department.

  • What can the virtual assistant (Zoe) do?

    Zoe helps you find covered providers, connect with a doctor, track claims, and transfer to an agent when needed.